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All Journal Anggaran: Jurnal Publikasi Ekonomi dan Akuntansi
Felicia Tiffani Kojongian
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Analisis Strategi Manajemen Jasa dalam Meningkatkan Kepuasan Pelanggan di PT Gojek Indonesia Advent Chandra; Felicia Tiffani Kojongian; Mohamad Zein Saleh
Anggaran : Jurnal Publikasi Ekonomi dan Akuntansi Vol. 2 No. 4 (2024): Desember : Anggaran: Jurnal Publikasi Ekonomi dan Akuntansi
Publisher : Asosiasi Riset Ekonomi dan Akuntansi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/anggaran.v2i4.1061

Abstract

This study aims to analyze the service management strategies implemented by PT Gojek Indonesia to enhance customer satisfaction. Using a qualitative approach based on literature review, the research explores the relationship between service quality, service diversification, and technological innovation in shaping customer experiences. The findings reveal that service management strategies, such as quick booking features, real-time tracking, and digital payment solutions via GoPay, significantly influence customer satisfaction. Service variations like Go-Ride, Go-Car, and Go-Food enable Gojek to meet diverse customer needs, while a focus on reliability and security assurance fosters user loyalty. The study highlights the importance of continuous innovation and quality improvement to maintain Gojek's competitive position in the online transportation service market.
Co-Authors Advent Chandra Mohamad Zein Saleh